The telecommunications industry has its own modern day version of a meat grinder called the customer service call center. Upset and angry customers call with various billing and service problems, sometimes screaming at the customer service rep unlucky enough to answer the phone. Verizon experienced ongoing problems with extensive call center employee attrition, turnover, morale and frustration. Often the results weren’t pretty: customers were frequently lost, along with significant revenue and good employees.
Tangible reminders of The FISH! Philosophy are now visible throughout the call center area, and a variety of new employee success initiatives have been created.